Social CRM is an evolution of CRM, which uses social media services, techniques, and technology to enable organizations engage with their target customers. It is a business strategy, supported by technology platform, business processes, and social network, which helps to engage customers in a collaborative manner to provide mutual benefits to both parties. Social CRM has various applications including marketing, sales, customer services, social engagement with prospective customers, and social support to customers.

Many SMEs are focused on maximizing customer loyalty and satisfaction to maintain their existing customer list and garner more business. Social CRM software solutions support organizational growth and promote customer interaction via social media.

“Effective social CRM software solutions help SMEs function as a team and manage activities, thus eliminating excessive processes with the help of accessible real-time information on leads, prospects and customer data,”.

The latest report emphasizes the emergence of social networks across organizations. Social media marketing has also become popular, and both large enterprises and SMEs are experiencing the benefits of using social networking sites because of their respective CRM platforms.

Covered in this Report

This report covers the present scenario and the growth prospects of the Global Social CRM Software market for the period 2015-2019. To calculate the market size, the report considers revenue generated from CRM software, social CRM software, solutions, tools, applications, services, support, and maintenance.

The report also presents the vendor landscape and a corresponding detailed analysis of the major four vendors in the market. It provides a geographical segmentation of the market for 2014 and presents the details of the major drivers, challenges, and trends in the market. It also provides segmentations based on category, applications, and end-users in the market.

“Social CRM applications help customers engage in meaningful conversation, benefiting both the company and the customers. It also helps businesses satisfy their current customers and locate new customers,” says Ghaus.